Customer Support - Escalations (Email&Chat)
About this role
Laundryheap is an award-winning, industry-leading startup that’s transforming the way people do laundry and dry cleaning. We collect, clean, and deliver items back to customers in as little as 24 hours, making us one of the fastest services in the industry.
Headquartered in the UK, our service is live in 14+ international markets and rapidly expanding across Europe, Asia, and North America.
We’re now seeking an energetic, detail-oriented individual to join our team in our Bengaluru office. As an international brand working across multiple time zones, we’re looking for someone flexible, adaptable, and excited to work in rotating shifts to support our global operations.
Make a real impact 🚀At Laundryheap, every conversation matters. As part of our Escalations team, you’ll be the voice that turns challenging situations into positive customer experiences. You’ll play a key role in solving complex issues, supporting customers through claims or refunds, and helping us build trust and loyalty in one of the fastest-growing on-demand services.
What you’ll do- Investigate, manage, and resolve escalated or complex customer queries (claims, refunds, etc.), getting to the root cause to reduce future issues
- Think creatively to propose fair, customer-focused solutions while following processes and policies
- Share insights and highlight customer trends to improve journeys and processes across teams
- Build productive relationships with colleagues across Operations and the wider business
- Deliver fair, timely outcomes for customers while maintaining brand reputation
- Meet and exceed KPIs that drive business results and improve customer experience
- Excellent English communication (spoken & written)
- Customer service/operations background, ideally in e-commerce, consumer services, or fast-paced industries
- Confident communicator who can handle difficult conversations and write clear, professional responses
- Strong attention to detail with a focus on quality and speed
- Problem-solver who shows initiative, proactivity, and forward-thinking
- Tech-savvy and quick to adapt to new tools and processes
- Comfortable working in a dynamic, fast-paced environment
- Able to prioritise tasks and manage customer expectations effectively
- Willingness to commute to our Bangalore office
- 9-hour shift (8 working hours)
- 5 days a week (2 rotational week-offs based on rota)
- Office-based role
- Be part of a fast-growing global company with opportunities to learn and grow
- Work in a collaborative environment where your ideas are heard and valued
- Gain exposure to international markets and complex customer operations
- Competitive salary package + Shift allowance
- Comprehensive health insurance coverage
We’re looking for ambitious, proactive people with a can-do attitude who aren’t afraid to make confident decisions. If that sounds like you, don’t miss this opportunity: apply now and become part of the international Laundryheap team!
Company at a glance
Laundryheap is an on-demand laundry and dry cleaning startup with a global footprint across 13 countries. Its drivers pick up and deliver to customers' doors within 24 hours, serving locations that include major cities such as London, Dublin, Paris, Amsterdam, Dubai, Copenhagen, Doha, New York, Los Angeles, Chicago, and Lima. Customers can book the service conveniently via Laundryheap's website or mobile app. With its international reach and rapid turnaround, Laundryheap positions itself as a fast, accessible option for laundry and dry cleaning across multiple markets.
Top Benefits
- Competitive Salary Package
- Shift Allowance
- Comprehensive Health Insurance Coverage
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